Office of the Secretary (OST)

Client Needs

The Department of Transportation (DOT) Office of the Secretary (OST) Office of the Assistant Secretary for Administration (M) provides critical mission support services to the DOT. M sought a contractor to facilitate strategic planning and conduct analysis to drive focus, improve operations, and guide its components and approximately 300 staff members in defining shared goals and providing excellent customer service. 

Our Approach

LinkVisum facilitated an iterative and highly inclusive process with a wide range of stakeholders, employees, and leadership in order to develop the M strategic plan. We conducted focus groups throughout the strategic planning process in order to solicit feedback, share drafts, and gain buy-in. In support of improving the organization, our Lean Six Sigma-certified staff developed an approach to collect information from process owners and subject-matter experts; develop high-level process flows; and identify findings such as bottlenecks, challenges, and areas for improvement. LinkVisum also conducted benchmarking of federal administrative functions in the areas of structure, strategy, customer service, and innovative practices and operations to identify actions and initiatives M could take to improve its operations.

Results

  • Developed and implemented the M strategic plan that defined the mission, vision, values, strategic objectives, strategies, and specific actions M would commit to for three fiscal years
  • Streamlined acquisitions, personnel security, and communications processes
  • Developed an M-wide customer satisfaction tool and process to measure customer satisfaction, capture and identify issues, and support continuous improvement

Let us know how we can help you achieve your goals and fulfill your mission.